What do clients and sponsors really think about working with Schwab?

A culture of service

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Schwab Retirement Plan Services, Inc.

A culture of service

Annette:

Schwab has been very responsive in my day-to-day needs. My pet peeve is to send in a request and not hear anything all day, and then another day goes by. And it's not that I need the answer that day. I know that it's not always possible, but I need someone to get back to me by the end of the day and say I heard your question, I'm working on it, I'm going to get back with you. And they do that for me every single day. They never leave me hanging, and so I really appreciate that.

Super: Annette Grabow, Sonepar Management US, Inc.

Gail:

Our client service team, I would say on a regular basis, goes above and beyond. And because they work as a team—if one is not available, there is always somebody else. And all of them know our account, so we don't have to repeat our story over and over and over again. Excellent service.

Super: Gail Nichols, NCCI Holdings, Inc.

Brian:

Three years ago, we put out a request for proposal for other recordkeepers as part of our fiduciary responsibility and then just to see what else was out there. We actually made the decision to leave Schwab, and we went with another provider, and six months later we came back. The provider we went to didn't have the level of service that we had come to expect from Schwab. Coming back to Schwab was when we actually got the real level of service that we expect, which is significantly higher, much better customer service. We've been back now for three years and haven't regretted that decision once. The only decision we regret was actually having left.

Super: Brian August, Southwest Airlines Pilots Association

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